Afton Mackay Email & Phone Number

Phoenix, Arizona, United States

Phoenix, Arizona, United States

Manages the Global Chat Portfolio and develops a strategic roadmap aligned with Business-level strategic goals and objectives.Reports key milestones, progress, and risks to senior leadership and cross-functional teams, facilitating impactful decision-making.Orchestrates planning sessions and bi-annual summit meetings for chat services, fostering collaboration across various Lines of Business (LOBs) and geographic locations.

Phoenix, Arizona, United States

Cultivated a well-informed team with a strong understanding of global policies to execute and implement end-to-end strategic initiatives for Fraud Operations.Showcased exceptional communication skills in conveying updates and data analytics to Senior Leadership.Created, drafted, and published Fraud standard operating procedures, delivering impactful training sessions to customer-facing representatives and ambassadors.Demonstrated expertise in guiding and securing governance structures, ensuring compliance with regulatory requirements.Managed project intake from stakeholders, optimizing prioritization for the effective execution of business goals.Managed executive-level customer escalations, involving extensive research, issue resolution, and regular leadership summaries.

Phoenix, Arizona, United States

Delivered all aspects of project lifecycles to ensure the timely integration of key initiatives and improvements to the customer experience.Played a key role in implementing fraud procedures and communicated training plans with front-line service representatives.Provided frequent and insightful business updates, integrating data analytics and results.Researched and managed executive customer escalations to optimize process flows and enhance both the customer and operational experience.

Phoenix, Arizona, United States

Met targeted goals as a Fraud Account Specialist while securing customer accounts and identifying unusual fraud activity and trends. Consistently recognized for exceeding goals and metrics while providing exceptional customer service. Further developing my leadership skills, I was hired to coach three new hire fraud classes and provided lead classroom coaching for one, which further developed my leadership skills and overall knowledge of key policies and procedures.

Charlottesville, Virginia, United States

Handled 1st party auto claims and property damage claims as a front-line customer service associate. Received required licensing to manage auto claims across the US and kept informed on policy nuances.Managed an inventory of PIP/medical claims after demonstrating exceptional organizational skills, customer service and operational efficiency.